AI & ML Developer

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Title: Independent Contractor – AI & ML Developer (Remote).

About 20four7VA

20four7VA is a global leader in providing virtual staffing solutions. We are expanding our technology team to integrate AI-driven automation into customer support and ticketing systems. We are seeking a skilled AI & ML Developer with expertise in NLP, chatbot development, and intelligent automation.

Work Hours: 20 hrs/week (potential to go full-time)

Schedule: 9:30 AM – 2:30 PM EST (Flexi, preferably weekdays)

Key Responsibilities

1. Natural Language Processing (NLP) & AI Model Development

• Design and develop NLP models for chatbots, sentiment analysis, and document processing.

• Implement text classification, named entity recognition (NER), summarization, and translation.

• Fine-tune and deploy pre-trained LLMs (e.g., GPT-4, BERT, LLaMA, T5).

2. AI-Powered Chatbot Development

• Build and deploy intelligent chatbots for customer support and ticketing automation.

• Implement intent recognition, entity extraction, and context-aware dialogue flows.

• Integrate chatbots with WhatsApp, Slack, MS Teams, and WebChat.

• Enable multi-turn conversations and proactive AI-driven responses.

3. Ticketing System Optimization

• Develop AI models for ticket categorization, prioritization, and auto-routing.

• Implement AI-powered auto-response generation for FAQs.

• Apply reinforcement learning for optimizing resolution workflows.

4. Data Processing & Annotation

• Preprocess and clean ticketing logs, chat transcripts, and emails.

• Apply tokenization, lemmatization, and embeddings for improved NLP accuracy.

• Enhance supervised models through dataset labeling and annotation.

5. API & System Integration

• Build APIs for AI-driven chatbot and ticketing automation.

• Integrate with CRMs and ITSM tools (e.g., ServiceNow, Zendesk, Freshdesk).

• Create real-time NLP analytics dashboards for chatbot performance tracking.

6. AI Model Optimization & Evaluation

• Conduct A/B testing, hyperparameter tuning, and model benchmarking.

• Apply evaluation metrics (F1-score, BLEU, ROUGE, perplexity).

• Optimize for low-latency, real-time interactions.

7. Research & Continuous Improvement

• Stay updated with the latest in LLMs, generative AI, and conversational AI.

• Experiment with Gemini, Claude, Mistral, and other cutting-edge models.

• Contribute to innovation in AI-driven automated support systems.

8. Security, Compliance & Ethics

• Ensure compliance with GDPR, CCPA, HIPAA (where applicable).

• Implement bias detection, fairness, and ethical AI practices.

• Secure models against adversarial attacks and vulnerabilities.

9. Collaboration & Documentation

• Work with IT, customer support, and automation teams.

• Document architectures, workflows, and training pipelines.

• Conduct internal training sessions for teams on AI automation tools.

Technologies & Tools

• Programming: Python, Django, Flask

• AI/ML: OpenAI API, Hugging Face Transformers, TensorFlow, PyTorch

• Frontend/Integration: React, REST APIs, Webhooks

• Databases: MySQL, MongoDB, PostgreSQL

• Platforms: NLP/Conversational AI platforms (Dialogflow, Rasa, LangChain, etc.)

Preferred Experience

• AI-powered chat-based support systems.

• Automated ticketing workflows using ML.

• Hands-on experience with large-scale chatbot deployments.

• Exposure to enterprise-level CRM/ITSM integrations.

Why Join Us?

• Opportunity to steer AI innovation in global support systems.

• Flexible schedule with potential to grow into full-time role.

• Collaborative remote-first culture with focus on automation, innovation, and impact.